五星级酒店GRO服务程序模板.doc

Standard: Butlers will have basic knowledge about matters of ticketing and able to complete some basic steps in resolving them. 标准： 专职管家应有相关机票事宜基础知识，并能够完成处理这些问题基础步骤。 Procedures: 1. Butlers shall be knowledgeable of type of guest requests relating to matters of air-ticketing: Reservation: To reserve/book a seat on a flight for a guest or passenger. Reconfirmation: To confirm with airline that guest is leaving on a particular day via a particular flight. Change: To change guests departure date, flight number/departure time. Re-route: Changing of destination. Endorsement: Changing of carrier/airline company. Refund: Can only be done by guest from place of issue or purchasing. 2. Butler shall be knowledgeable of key information indicated on air-ticket: Name of passengers Departure date/time Name of airline company Flight number Class of seats From which city to which destination Reservation status Ticket number Validity period Free bag allowance Ticket restrictions 3. Butler shall always ask for second/third options from guests upon handling the requests. 4. Butlers shall take personal responsibility of safeguarding guests air-tickets during the request process. 5. For reference purpose, butlers shall always ask for name of airline staff who he is speaking to after they done the requests. 6. Butlers shall place guest air-ticket in Air-ticket Envelope upon handing it back to guest after completing of service. 7. Butlers shall always hand air-tickets back to guest in person. 程序： 1. 专职管家在客人多种关机票事宜要求上应含有足够丰富知识： 预定：为客人或乘客在某一航班上保留/预定一个位子。 确定：和航空企业确定客人将在特定日期经由特定航班离开。 更改：更改客人离开日期，航班号/离开时间。 变更旅程：变更目标地。 迁票：变更航班/航空企业。 退票：只能经由客人从出票或购票处完成。 2. 专职管家应对机票上显示关键信息足够了解： 乘客姓名 离开日期/时间 航空企业 航班号 舱位 从哪一城市至那一目标地 预定情况 机票号 使用期 许可随身携带多少包件 机票限制 3. 专职管家在处理这些要求时将总是从客人处问询并得到第二/第三种选择。 4. 专职管家个人在处理过程中将对客人机票安全负有责任。 5. 出于参考目标，专职管家在处理完这些要求后需总是问得她所和之对话航空企业职员姓名。 6. 专职管家在完成服务后需将客人机票置于票夹内交还给客人。 7. 专职管家总是需亲手将机票交回给客人。 Standard: All Butlers will constantly thinking of ways to service the Guest by means of offering Guests Preferences before they ask. By observation of gestures/facial expressions and by knowledge of information in Guest History, we will provide personalized Guests service on a consistent basis. 标准： 全部专职管家要常常思索服务客人方法，在客人提出要求前为客人提供她们想要服务。经过观察客人手势/面部表情，和从客人历史统计上记载信息，我们将在一贯基础上为客人提供个人化服务。 Procedures: 1. All Butlers shall review all arriving guests needs and preferences located in Guest History. 2. By understanding and studying/updating each Guest needs and preferences Butlers will deliver the service before the Guests ask. 3. Using Observation Skills one will determine Guests needs. Looking at Body Language, hand gestures, facial expression such as confused, excited, looking for something etc, a Butler will at least offer his/her assistance. But if it can be determined what the Guest is requiring, then complete the service to the Guests. 4. Butlers will inspect Guest rooms in the absence of Guests to find Guest needs and preference. 5. All guest preference shall be input into OPERA guest profile in standard format. 6. Through large amounts of info obtained by all departments and consolidated in Guest History, we will provide fast and efficient service to all Guests. 程序： 1. 全部专职管家应熟知全部预抵客人客史里需求和喜好。 2. 经过了解和学习每一位客人需求和喜好,专职管家将在客人要求前提供服务。 3. 经过观察技巧，专职管家能够得悉客人需求。观察肢体语言，手势，面部表情比如迷惑，兴奋，搜寻某物等，一位专职管家最少将提供她/她帮助。不过假如能确定客人要求，则需完成对客服务。 4. 专职管家将在客人不在房间里时检验客房，并从中找到客人需求和喜好。 5. 全部客人喜好必需以标准形式输入OPERA系统来宾文档里。 6. 经过来自全部部门大量信息和统一合并输入客史档案，我们将对全部客人提供快速有效服务。 Standard: Guests with no arrival time & pick up shall be greeted and received by Butlers on the floor upon their arrival. 标准： 当没有抵达和接机时间客人抵达时，专职管家需在楼层上问候和接待。 Procedures: 1. Front Service Room Controller will pre-block arrival rooms whenever possible. 2. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 3. Upon guest arrives in Reception, GSA shall verify the reservation and inform Butler of this particular guests arrival. 4. Butler shall proceed to guest lift lobby of assigned rooms floor and wait for guests coming up. 5. GSA, or Lobby Butler shall escort guest to the floor and introduce Butler of that floor to guest at lift lobby. 6. Butler shall greet and receive the guest after being introduced, and proceed to in-room registration and service/facility introduction. (Refer to S&P RM-BU-A020 & A021) 7. After completing the greeting, Butler shall update guest profile with greeting type Floor Greeting for future reference. 程序： 1. 前台客房控制员将把预抵客房事先排定。 2. 专职管家需检验已排定客房并确保客房已为客人入住做好准备。 3. 当客人抵达前台时，前台接待需确定其预定并通知专职管家该客人抵达。 4. 专职管家需在排定客房所在楼层电梯厅等候客人抵达。 5. 前台接待或楼层专职管家需引领客人至楼层，并在电梯厅将该楼层专职管家介绍给客人。 6. 专职管家需在介绍以后问候并接待客人，完成房内入住登记和服务/设备介绍。（参考S&P RM-BU-A020 & A021） 7. 完成问候以后，专职管家需以问候类别楼层问候来更新来宾文档，以备以后参考。 Standard: Shall there are guests not being greeted and received by Butler in the lobby or on the floor, Butler shall make self-introduction and offer butler services. Butler shall take this action within 10 minutes after guest enters the room. 标准： 专职管家如没有在大堂或楼层上问候和迎接抵店客人，就需要进行客房内自我介绍和提供专职管家服务。专职管家需在客人进入房间后10分钟内完成 这一任务。 Procedures: 1. Front Service Room Controller will pre-block arrival rooms whenever possible. 2. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 3. Upon knowing guest already entered the room, Butler shall check with GSA, who escorted guest just now, to see if any services being requested by guest. 4. Butler shall make self-introduction by knocking on guest room door. Meanwhile Butler may also deliver guest service requests. 5. For self-introduction, Butler shall use the following standard phrase: “Mr Jones, I am your Butler John. I am here with your coffee (if it is requested by guest) May I take a few of your minutes time to introduce some features and facilities of your room?” 6. If guest wish to have the introduction, Butler shall proceed with reference to S&P RM-BU-A021. 7. If arrived guest room is under Do Not Disturb, or not in the room, Butler shall leave a message under guest rooms door to notify guest of your presence. The standard phrase shall be: Dear Mr./Mrs./Dr. (Last Name)Please contact me when you return(or at your convenience) so that I may introduce myself and familiarize you with room facilities and services. I may be reached by pressing the button marked “Butler” located on your telephone.Your Butler(Your Name)8. Butler shall update guest profile with greeting type In Room Greeting for future reference. 程序： 1. 前台客房控制员将把预抵客房事先排定。 2. 专职管家需检验已排定客房并确保客房已为客人入住做好准备。 3. 在得悉客人已进入房间时，专职管家需和前台接待核实，刚才谁引领客人进入客房，并去看一下客人是否要求服务。 4. 专职管家需敲门并进行自我介绍。同时，也能够进行客人要求服务。 5. 自我介绍时，专职管家需使用以下标准用语： “Jones先生，我是您专职管家John。我来送您咖啡（假如客人要求）我能够占用您几分钟时间为您介绍一下房间设备吗？” 6. 假如客人期望你介绍话，专职管家需参考S&P RM-BU-A021。 7. 假如客人打着请勿打搅灯，专职管家需从门缝下塞留言纸，通知客人你存在。标准以下： 尊敬先生/太太/博士（姓） 请在您回来（在方便）时和我联络，我会为您介绍我自己及使您了解熟悉你客房设备和我们服务。您在按下床头电话上“专职管家”键后，我会立即到您房间里来。 您专职管家 （你名字） 8. 专职管家需以问候类别房内问候来更新来宾文档，以备以后参考。 Standard: Guests with arrival time and airport pick up shall be greeted and received by Butler at the hotel entrance upon arrival. 标准： 专职管家需在客人抵达时，于酒店大堂入口处问候并接待有抵达和接机时间客人。 Procedures: 6. Rooms for guests with arrival time and airport pick up will be pre-assigned by Front Service Room Controller in the morning whenever possible. 7. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying prior to guests arrival. 8. Command Center will notify Butler what time the arrival guest leaves the airport, and what the vehicle number is for the car. 9. Butler shall come down the hotel entrance to standby for greeting at least 10 Mins before estimated arrival time of guest, with this guests welcome folder. 10. When guest walk into hotel entrance, Butler shall approach to him and greet him with warm smile: a. “Good Morning/afternoon/evening, Mr Jones, Welcome to St. Regis Shanghai. I am your Butler Steven. Please let me show you the way to your room.” (if guest is 1st visitor) b. or “Good Morning/afternoon/evening, Mr Jones, Welcome back! I am your Butler Steven. Please let me show you the way to your room.” (if guest is return one) 11. After greeting, Butler shall show guest the way to his/her room for in-room registration & guest room introduction. (Refer to S&P RM-BU-A020 & A021) 12. After completing the greeting, Butler shall update guest profile with greeting type Lobby Greeting for future reference. 程序： 1. 有抵达和接机时间客人房间将由前台客房控制员在早晨事先排定。 2. 专职管家需 事先检验所排定客房，确保在客人抵达前客房已为客人入住准备就绪。 3. 控制中心会告之专职管家将抵达客人出机场时间和接机车号。 4. 专职管家需最少在客人预估抵达前10分钟，拿好该客人入住登记本，在酒店大堂入口处等候迎候客人。 5. 当客人走进酒店入口时，专职管家需靠近并以热情微笑问候客人： “早上/下午/晚上好 Jones先生,欢迎来上海瑞吉红塔大酒店。我是您专职管家STEVEN。请让我带您去您房间。”（假如客人是第一次来） 或“早上/下午/晚上好 Jones先生,欢迎回来！我是您专职管家STEVEN。请让我带您去您房间”（假如客人是回头客） 6. 问候以后，专职管家需率领客人进入她/她房间，进行房内入住登记和客房介绍。（参考S&P RM-BU-A020 & A021）。 7. 在完成问候以后，专职管家需以问候类别大堂问候来更新来宾文档，以备以后参考。 Standard: One piece of white board is located in every butlers pantry room, which is served as place of recording guest information of particular floors. Butler is responsible for updating guest information on the white board on a shift basis. 标准： 每个专职管家工作间全部有一块用来统计特定对应楼层客人信息白板。专职管家有责任在每个班次内更新白板上客人信息。 Procedures: 1. The information whiteboard contains the following information regarding to in-house/arrival guest on particular floors: a. Guest name b. Room number c. Room status d. Fruit e. Flower f. Personal bar g. Complimentary pressing h. Service follow up 2. One white board shall be assigned for recording guest information of two floors. 3. Butler shall update white board at the beginning and closing of his/her daily duty. 程序： 9. 信息栏白板据特定对应楼层住客/到客情况包含以下信息： a. 客人姓名 b. 房间号 c. 房态 d. 水果 e. 鲜花 f. 个人迷你吧 g. 无偿熨烫 h. 需跟进服务 10. 一块信息栏白板用来统计两个楼层客人信息。 11. 专职管家需在每日工作开始和结束时更新信息栏白板。Standard:All guest room must be cleaned according to The St. Regis Shanghai standard. All guest room must be cleaned within regulated period of time so that they will be released for sale. All rooms must be inspected after cleaning. 标准： 应根据宾馆要求标准立即间清扫客房，方便客房出售。 Procedures: 1. Ensure cleaning chemicals, equipments and guest supplies are ready. 2. Enter the room. Open the curtains and window if weather permits. 3. Collect the trash. 4. Check room contents. Report missing or damaged items at once. Report any Lost & Found items to Housekeeping Order-taker if any. 5. Make the bed. 6. Clean the bathroom. 7. Clean the shower. 8. Clean the toilet. 9. Clean the sink/vanity. 10. Remove fingerprints. 11. Wash the floor. 12. Dusting the room. 13. Wipe clean electrical equipments. 14. Replenish guest supplies. 15. Check the windows. 16. Vacuum carpet & upholstery. 17. Make a final check before leaving the room. 程序： 1. 确保清洁济、清扫设备和客房用具均已备妥。 2. 进入房间。如气候许可，打开窗帘和窗户。 3. 搜集垃圾。 4. 检验房间。立即向客房部汇报缺损用具和客人遗留物品。 5. 做床。 6. 清理卫生间。 7. 清理沐浴设备。 8. 清理座便器。 9. 清理洗脸盆。 10. 擦去遗留指印。 11. 清洗卫生间地板。 12. 擦灰。 13. 清理电器设备。 14. 补充客房用具。 15. 检验窗户。 16. 吸尘。 17. 最终检验并离开。 Standard:All guests should be served and treated in a courteous manner at all times, as they are the most important persons in the hotel. All associates should strive to fulfill guest needs whenever possible, in order to make their stay a most enjoyable one. SGSS should be the guideline for all interactions with guests.标准： 在任何情况下，前厅部职员全部应礼貌地接待每位客人，因为客人是饭店最关键人。全部职员全部应尽力满足客人需要以使客人在本饭店居住愉快。在对客服务时，应将喜来登对客服务满意标准作为工作准则。Procedures:1. The guest is the most important person in the hotel.2. The guest is not dependent on us -We are dependent on the guests.3. The guest is not an interruption of our work, he/she is the purpose of it. 4. The guest does us a favor when he/she stays in our hotel, we are not doing him a favor by serving him.5. The guest is one who brings his/her needs, it is our job to exceed his/her expectations.6. The guest is deserving of the most courteous and attention treatment we can give.程序： 1. 客人是整个服务过程中最关键人。2. 客人并不依靠我们我们依靠客人。3. 客人并不会打搅我们工作，客人是我们工作意义所在。4. 客人在本饭店居住是给我们一个展现优质服务机会。5. 客人在本饭店需求我们将尽力满足并努力提供物超所值服务。6. 客人期待饭店能提供最热心、周到服务。Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accurately recording pertinent information into our Guest History. We are obtaining this in order to provide the services and needs of our Guests before they need to ask.标准： 我们会利用任何机会(如观察、倾听客人陈说，分析并正确统计合适信息方法)来搜集客人需求和癖好并统计在客人资料库中，方便在客人开口之前为客人提供服务。 Procedures:1. All Butlers will listen carefully in detail and record all Guest Request and questions.2. Shift leader/Butlers of each shift will consolidate all Needs and Preferences into the OPERA system, guest profile in an organized manner. The guest preference shall go into the following categories:o Arrival needso Daily actionso Preference o Problemso Solutionso Gifts3. The following are some examples of needs and preferences of Guests:a. Likes Bananasb. Likes Pepsi, do not like Coco Colac. Sleeps on the Right Side of the Bedd. Likes Cappuccinoe. Prefers USA Today newspaperf. Enjoys Baileys on the Rocks after dinner.g. Requires extra Blanketh. Enjoys Chinese Opera4. Other than listening, all Butlers are required to observe Guest needs and preferences by inspecting Guest Room. Again, record on Log Book.5. Collection of Guest Needs and Preferences will be the responsibility of all Associates. For example, Room Attendants should advise Butlers on certain observations or request received from the Guests. Butler will then record in logbook whilst gaining knowledge of those guests.6. Listen and write down ALL Guest request and questions, in order to proper obtain all Preferences.程序： 1. 全部专职管家将仔细倾听和统计全部客人要求和问题细节。 2. 每一个班次领班/专职管家应该把全部客人喜好以一个有组织方法整合并统计在OPERA系统里，客人喜好应该包含以下内容： o 抵达需求 o 每日所需 o 喜好 o 产生问题 o 处理结果 o 礼品 3. 以下是客人需求和喜好部分例子： a. 喜爱香蕉 b. 喜爱百事可乐，不喜爱可口可乐 c. 喜爱睡在床右边 d. 喜爱喝卡布其诺 e. 爱看报纸今日美国 f. 喜爱在餐后喝 Bailey酒 g. 要求加毛毯 h. 喜爱中国戏剧 4. 除了倾听，全部专职管家要求做到经过检验客房来搜集客人喜好。然后，再次统计在交班本上。 5. 搜集客人需求和喜好是全部职员责任。比如，客房服务员应该在观察或接到客人要求后通知专职管家客人喜好。然后，专职管家将把得到那些客人喜好统计在交班本上 。 6. 为了愈加好地搜集全部客人喜好，必需倾听并统计下全部客人喜好和问题。 Standard: Butler shall make courtesy call to guests the night before their departure in order to check guest comments and offer various services concerning departure arrangement. 标准： 专职管家应在客人离店前晚致问候电话，以了解客人意见并为其离店提供多种服务。Procedures:1. Butler of afternoon shift shall check system guest information to identify the next days departure guests within his working station. 2. Butler of afternoon shift shall make courtesy call any time before 9 pm in order to obtain guest comments and offer dep